Frequently Asked Questions

Lyft and Uber drivers that have been licensed and authorized via the relevant Transportation Network Company (TNC) to try and get you affordable rides within 15 minutes. GoGo requests, communicates, screens and monitors rides through the TNCs on your behalf.

Operators are available 24/7 to give quotes, schedule rides in advance and answer any questions that you have. Call and Press 0 to speak with an operator.

We charge a small concierge fee of $0.27/minute from the start of the ride plus the vendor’s fare. The concierge fee goes towards covering the cost of our 24/7 call center, our computer servers, our engineers and other expenses associated with making GoGoGrandparent available to consumers.
‍
Licensed and authorized Transportation Network Companies (TNC's) rates can change based on the zip code of the pick up address and when demand is high (this happens rarely and returns to normal in a few minutes). We quote you the TNC fare everytime you call. Please note, TNC drivers do not know the total cost of the trip.

You do not pay the driver. After the trip, we’ll place one charge on the card you have on file for two items:
(1) our fee for submitting your request to the TNC and monitoring the TNC driverand
(2) the ride fare - the amount that the TNC charged you for the ride. Then we call or email you with how much each of the charges were.

There will only be one charge on your card for both items. We set aside the amount we collect from you for the ride - the TNC's charge - and pay them on your behalf.

If you use a prepaid card to deposit credits into your account, we want to ensure there are enough funds for an outgoing trip and return trip. The $60 minimum is to ensure you are covered for both parts of your rides.

Tipping is encouraged and expected, especially in cases where you ask a driver to wait or lift something up. The fare of the ride is charged automatically to your card on file, tips can be charged to your card also (by calling us and telling the operator how much you want to tip) or given to the driver directly in cash.
Please note that there is a 1 hour window after the ride completes for tipping

Lyft and Uber are types of Transportation Network Companies, or TNC's, that, at least in California, are licensed and authorized by the California Public Utilities Commission.  When you call our phone number and generate a tone, we interpret your request, put it into"TNC" language, and send it on your behalf to the TNC of your choice, either Lyft or Uber, to tell them you want a ride and where you are located.  

TNC's have created a network of contracted drivers to help people get rides. Tens of thousands of independently contracted drivers use their platforms to find passengers near them. Until now, if you didn't have or didn’t like using a smartphone you couldn't access their services.

Using licensed and authorized Transportation Network Companies (TNC's) require you as a consumer to have a smartphone, download and know how to use the TNC's applications, and maintain a data plan. Even after you invest in the plan (most are in the range of $60 per month) and the smartphone, drivers can cancel at anytime without notice, get lost, go to the wrong entrance of a location, have a poor personality, have a car that is too big or too small for your needs, and require you to enter an address into a GPS for each step of your journey. As your agent, our system is monitoring your location during the ride. We will know where and when you were dropped off, and when you are ready to go home, or onto the next leg of your journey, we will know where to send the driver.

Within 30 seconds of a trip being accepted by a licensed and authorized Transportation Network Companies (TNC's) driver, GoGoGrandparent checks to see if the car assigned meets your previously specified requirements (for example, if the car is too big or too small for someone with ambulatory ailments, if the driver is comfortable with older adults, if the trunk is large enough to accommodate a wheelchair or packages, etc.).

If a driver meets your requirements, we will issue a series of communications to the driver through the driver's ride sharing app, including text messages and calls, with the intention of passing on your expectations so they are comfortable working with you. If you've indicated you have visual impairments or ambulatory equipment, we let the driver know and give them the opportunity to opt-out of the ride.   If a TNC driver has accepted the ride, we monitor the trip on your behalf and intervene as your agent if problems come up that would affect the ride (for example, problems like if a driver gets lost, if their GPS malfunctions, if a driver cancels, and more). If a trip starts, we set and, whenever necessary, change trip destinations when you call us to do so.

Once the trip ends, we send confirmation messages to all authorized family or friends and follow up with the caller to ensure the trip is completed safely and successfully. We have developed this process meticulously after being the designated agent for tens of thousands of TNC passengers and are still tweaking it as we discover new ways to improve your experience.

Walkers and foldable wheelchairs are no problem, as long as you can transfer yourself into a car without assistance. We can attempt to check with drivers that they're comfortable accommodating ambulatory equipment. Let any of our phone operators know and they’ll add the appropriate notation to your account. Whenever driver's are asked to lift something, it's customary and appropriate to offer a tip.

Yes. If all you need to do is order a ride to a location that isn't on your dial tone menu call us and Press 6. You will be fast tracked to an operator.

To cancel a ride, call us and Press 9.

Cancel within 2 minutes (depending on where you live) of the ride being accepted to avoid a fee. These fees are charged by licensed and authorized Transportation Network Companies (TNC's) and range from $5 - $10. We do not have control over them.

A driver can cancel a ride and charge a no-show fee after waiting 5 minutes. The amount of the no-show fee is determined by the licensed and authorized Transportation Network Companies (TNC's), not GoGo. They range from $5 - $10. We do not have control over them, but we can help you avoid them by setting up custom pickup instructions for your common locations.

Complaints can fall into two groups.

(1) If you have a complaint with the licensed and authorized Transportation Network Company (TNC), we will advocate on your behalf to present your case to the TNC and get either the full amount or a portion of the fee refunded to you (as long as the ride was taken within 30 days).  We will keep you informed of the progress and TNC's final decision.  This usually ends up to the benefit of the passenger.

(2) If you have a complaint with GoGo’s service for any reason, we have a very thorough and efficient complaint handling department.  We have a small number of complaints, and in most all cases, resolve them to the satisfaction of our Clients and within 3 to 5 business days.

Call us immediately at (855) 464-6872 to report your missing item.

GoGo does not have the ability to contact the driver once the trip ends and must go through the TNC to report a lost item to the driver. Please note that there will be a $20 lost item fee charged when the driver returns any item that was inadvertently left in the car.

In most cases, your lost item will be returned within 48 hours, but in urgent cases, it can happen much faster. This system is continually improving, and this FAQ will be updated as changes occur.

GoGo does not carry insurance that protects you during the ride. TNC's cover any personal injury you may suffer during the ride. As regulated transportation services, TNC's are required by law to carry the required insurance that protects riders from personal injuries. For this reason, you can look to the insurance carried by their drivers in case of accident.

Usually the driver, but if their equipment is giving them trouble, please call 1 (855) 464-6872 and Press 0 to speak to one of our operators who can update the destination address from our system.

Driver availability depends on your location, the time of day, and number of other rides being requested. In the majority of cases, your ride will arrive within 15 minutes -- so be ready to leave when you call! In some cases, there may be no availability. Unfortunately neither GoGo nor the TNC can guarantee a contractor will show up to perform the ride, so for trips that are really important we recommend having a plan B.

Yes, but most folks call us 15 minutes before they need to leave.  We highly recommend you do the same because passenger's plans can change and we don't want the licensed and authorized Transportation Network Companies (TNC's) to charge a no show fee. That being said, to schedule a trip in advance please call 1 (855) 464-6872 and Press 0 to speak with an operator.

Licensed and authorized Transportation Network Companies (TNC's) fares may change to encourage more drivers to come onto the road. This change is calculated automatically based on how many requests were made in a specific location in the prior two minutes.  Peak demand is recalculated rapidly, so usually by waiting just 5 - 10 minutes it’ll go away.

Yes! Up to four people can share one car at no extra charge.

You may ask your driver to wait, but you will be charged for the time. To keep your ride affordable, it’s best to give us a call at (855) 464-6872 when you’re ready to return. You can press 2 to order a ride to the last place where you were dropped off. We’ll get you a ride there in 15 minutes or less.

Typically, it will be a 4-door sedan. While you are on the phone with us, either after you press a number or talk to our operators, we will be able to tell you the vehicle type/color, license plate, and driver name that you should expect. We can attempt to request a larger or smaller vehicle; please call and let the operator know if you have a vehicle size preference.

To check availability in your zip code, visit our website at gogograndparent.com or give us a call. Availability is checked at the moment you ask an operator but can change based on driver availability and other factors.

You can take a trip 100 miles in any direction.

You can call an operator at any time. Just call us at 1 (855) 464-6872 and Press 0.

You may request a pickup from an airport, but some airports specify a special “pickup location” where you will have to meet licensed and authorized Transportation Network Companies (TNC's).

For most airports the operator will be able to help you find your location, but in all airports the driver will be able to tell you where to go. You can call your driver at any time by Pressing 3. You can also find the location by looking for signs that read "Ride Sharing Pickup Location" (or something similar).

Yes, as independent contractors of Transportation Network Companies (TNC's), drivers have the freedom to cancel for any reason, up until and including the time they pick you up, and usually that reason is undisclosed. Though we cannot prevent this from happening, GoGoGrandparent can catch it when it does happen and re-request a replacement driver.

If a driver cancels, we are notified by the TNC's immediately and can re-request a replacement driver on your behalf and call you with more information about the new driver that has accepted your ride request.

GoGo doesn’t have control over rideshare fees, but in our experience yes, you can be charged if a rideshare driver cancels a ride, usually only if your driver has been waiting for more than 5 minutes at the location you requested us to order a ride to.

As previously stated, and to be clear, we are neither a transportation provider nor a TNC. We give flip phone, landline, and smartphone owners the ability to request rides from TNCs and act as your representative to monitor their services.

GoGoGrandparent does not employ or contract directly with drivers nor do we own any of our own vehicles. We work with TNC's that are licensed by, and operate under the authority of state regulatory commissions such as the Public Utilities Commission in California and as such have to meet rigorous state criteria and standards in order to allow their drivers to pick up and drive passengers.

To use California as an example - with similar requirements in place in other states -  the state makes driver background checks mandatory, insures the rides up to $1,000,000, require the driver to have a modern vehicle, they don't allow anyone to drive who has a drunk driving conviction in the past 7 years, and more.

Lots of folks use our services to get to doctor’s appointments but we are no replacement for an ambulance in the event of an emergency.

No. A lot of people use us to get around, but on demand transportation contractors are not trained to help people that require physical assistance and their cars cannot be guaranteed to accommodate ambulatory equipment like motorized wheelchairs or scooters.

Licensed and authorized Transportation Network Companies (TNC's) are curb to curb services and are not good solutions if you require a driver to help you enter or exit the vehicle.

Unfortunately, all ride credits / gogo credits are non-refundable.

‍We strive to make your experience with GoGo a positive experience every single time, but sometimes mistakes happen. And when they do, we are always here to make things right. If you experienced an issue with your ride, please be sure to contact our ride department via phone at (855) 464-6872 or via email at support@gogograndparent.com within 48 hours of the ride being completed. Letting us know immediately helps us better advocate for you.

Once we receive your concern, one of our support representatives will forward your concern to our partner for a resolution. Once a resolution has been reached, we will contact you via automated phone call and email to provide you an update.

Please keep in mind that if events outside your driver's control (such as traffic, weather or road blocks) impact your travel time or usual route, we may not be able to provide a refund. Also, any trip that is 30 days or older, cannot be disputed.

Account holders should not request a ride for someone under the age of 18 who will not be accompanied by either the account holder or another adult during the ride. An under 18 taking a trip alone is a safety concern, and our Community Guidelines help keep you and the rider safe.

On average, meal delivery takes between 20-90 minutes, depending on meal preparation time and restaurant.

With our automated system, you can place meal requests from your past orders and saved orders in your account. 

Tipping is encouraged and can be done when you place your order or in cash when the driver drops off your meal.

Absolutely, and good thinking! We can save up to seven orders on your account, so you can request them even faster next time with our automated system.

Tell us what you’d like to eat and if you have any allergy or dietary restrictions. We can communicate those to the restaurant, so you get what you need.

We can mail or email you menus from restaurants in your area and help you find something tasty.

We strive to make your experience with GoGo a positive one every single time, but sometimes mistakes happen. And when they do, we are always here to make things right.

If your order was delivered, but you experienced an issue, please be sure to contact our Gourmet department directly via phone at (855) 464-6872 within 24 hours of the order being delivered. Letting us know immediately helps us better advocate for you.

Once we receive your concern, one of our support representatives will forward it to our partner for resolution. Once a resolution has been reached, we will contact you via phone to update you.

Please keep in mind that any order that is older than 24 hours cannot be disputed. 

Yes! If you have a preferred schedule, call (855) 464-6872 and Press 8 or email us at groceries@gogograndparent.com and we can set up a standing order for you. This is especially helpful if you're ordering groceries on behalf of someone else.

Of course! Tipping is encouraged and can be done when you place your order on the phone, or in cash when the driver drops off your delivery.

We recommend that you share with us replacement items or alternative brands. This allows the shopper to select your next best option in case something is out of stock. We’ll save your preferences for next time!

Smart thinking. We are happy to save your shopping list for you, so you can place your orders even faster next time.

We can help you order groceries, vitamins, and household supplies. Just give us a call at (855) 464-6872 and Press 8.

You let us know if you want to order your groceries right away (deliveries are usually within 3 hours) or if you’d like to schedule them for later, and we will send you a message when your groceries are on their way!

We strive to make your experience with GoGo a positive one every single time, but sometimes mistakes happen. And when they do, we are always here to make things right.

If your order was delivered, but you experienced an issue, please be sure to contact our Grocery department via phone at (855) 464-6872 and Press 8 or via email at groceries@gogograndparent.com within 24 hours of the order being delivered to you. Letting us know immediately helps us better advocate for you.

Once we receive your concern, one of our support representatives will forward it to our partner for resolution. Once a resolution has been reached, we will contact you via email to provide you with an update.

Please keep in mind that any order that is older than 7 days, cannot be disputed.

They will need to know your first and last name, phone number, date of birth, and home address.

We strongly suggest calling the pharmacy to have your card on file, so it is paid for at the moment of pick-up, for safety purposes.

It depends on driver availability, distance, and how long it takes to claim your medication.

Landscapers, handymen, petsitters, painters, plumbers, furniture assemblers, snow shovelers--you name it, we can find a trusted provider. From changing light bulbs to roof repair, GoGo’s got you covered. We’ll work to research options in your area and within your budget.

Yes! Please call us, and we will research for you. If you’re looking for the service, chances are other people would benefit from the information too.

In the next ten years the number of seniors in the U.S. is doubling. This is going to dramatically change the way the service industry will work. Many services that older adults can benefit from are not accessible. We have seen that on-demand transportation requires extra attention and care for people of different ages and abilities. This was started for a grandmother, and today services hundreds of thousands of other people. We do this because older people deserve to access all of life’s modern conveniences.

One of the biggest problems we’ve seen with people trying to order rides for their older loved ones is that they are so stressed out that they don’t think to ask the driver if they are comfortable helping an older adult. From what GoGoGrandparent has seen this is the biggest mistake you can make. That’s why even when we request an UberASSIST we make sure the person that accepts the request knows they’ll be picking up someone that’s older and we ask to make sure that’s okay.

All GoGoGrandparent requests will say ‘GoGoGrandparent’. If you’re uncomfortable with the request text us the word ‘cancel’ and we’ll cancel on our end so you don’t get penalized. Once you do, we’ll know you’re uncomfortable from that point forward and if we ever match with you again we’ll cancel automatically so that you don’t have to worry about it.

No, you are not required nor expected to help a rider with such tasks. We understand that Lyft and Uber policies are for curb-to-curb services. We do inform you as the driver ahead of time if a passenger does have ambulatory equipment or any extra items that may need to come with them as a heads up in case you did not have room in your car. You may text us cancel anytime if you do not want to drive a GoGo user. We will cancel the ride so that it does not impact your request fulfillment rate with Lyft or Uber.

We are the agent for customers who wouldn’t necessarily be able to get a Lyft or Uber themselves because they do not (or prefer not to) use smartphones. Some of our customers use assistive devices or have disabilities that they would like shared with their driver. GoGo helps these folks request their ride and we help ensure pickups are smooth for people who are unfamiliar or uncomfortable with using apps on their own. We match customers with vehicles that reflect their preferences, so they can get in and out the car with ease.

As a driver, you probably understand that some addresses can be tricky with multiple potential pickup locations. We work with riders to pinpoint exactly where they want to be picked up and send that information to you.

We get a lot of people asking us if they can volunteer to drive this population for free. If you're asking now, you are a treasure to the world. We don’t currently have anything set up for that but you can email volunteer@gogograndparent.com and you’ll be contacted as stuff develops.

No more than the risk you bear taking a normal passenger because we do not work with passengers that require contact with the driver to help them get into a vehicle. These are third parties and you are covered for 3rd party liability insurance. You may be asked to assist with loading a walker or foldable wheelchair into the trunk of a car, but if that’s the case it will not come as a surprise. We’ll let you know and you can tell us to cancel immediately.

We wish there was a mechanism for us to do this automatically, but all tips would be in the form of cash. Tipping is encouraged and expected, especially in the cases where passengers ask a driver to wait or lift something up.

We always are interesting in feedback from drivers, so please email us at support@gogograndparent.com!

We believe it’s the right thing to do, but there are some other benefits of driving our customers: 

1) A lot of drivers tell us that our passengers are the nicest they’ve ever met. We of course can't promise that'll always be true, but many folks tell us they enjoy these rides.

2) Financially, our callers take trips during off peak hours. In some rural areas they’ve actually increased the business so much that drivers have caught on and are capitalizing on the new markets. With GoGo, we communicate our customers' needs to drivers, so you always know exactly what to expect. We hope you’ll want to help older adults and people with disabilities as much as we do.

Fill out this form on our Partnerships page. We look forward to hearing from you!

We can either use a debit/credit card that we charge at the completion of every ride or invoice you in advance for a month's worth of rides.

When you set up an account with us, we provide you with your own custom registration page. Anyone that you sign up through this page automatically gets added to the subsidy program you have set up.

GoGoGrandparent subcontracts rides through Lyft and Uber. Both those companies carry insurance policies that protect the rider, driver and any affected third parties in the event of an accident. They both carry: $1 million of liability coverage per incident, $1 million of uninsured/underinsured motorist bodily injury coverage per incident, and Lyft has information about their insurance policies by each state here. Uber does the same here.

You need a touch tone telephone that can call 1 (855) 464-6872. We highly recommend riders have a cell phone so they can always be reached.

Walkers and foldable wheelchairs are no problem, as long as you can transfer yourself into a car without assistance. We can check with drivers to insure they're comfortable meeting that request. Let any operator know and they’ll add the appropriate notation to your account. Whenever driver's are asked to lift something it's customary and appropriate to offer a tip.

We work with on demand transportation services like Lyft to ensure that you can get affordable rides within 15 minutes. You can learn more about how Lyft and Uber background check their drivers at gogograndparent.com/safety. In addition, GoGo operators communicate, screen and monitor rides to make sure every ride completes safely and successfully.

Right now, GoGoGrandparent can coordinate on-demand or scheduled rides for older Australians, as well as home services, like cleaners, landscapers, dog walkers, handymen, and more.

GoGoGrandparent is available anywhere that Uber is in Australia! Our best service coverage is in urban and suburban areas. Please call us at 13 4628 for free quotes and more information about service availability in your area.